Product service system and method

ABSTRACT

An appliance is configured to establish a communications link through the appliance between a user and a service representative as part of installing, diagnosing and servicing the appliance.

CROSS-REFERENCE TO RELATED APPLICATION

This application is a divisional of U.S. application Ser. No.12/206,706, filed Sep. 9, 2008, currently allowed, which is acontinuation-in-part of U.S. application Ser. No. 11/931,170, filed Oct.31, 2007, granted Apr. 1, 2014, as U.S. Pat. No. 8,688,530, which is acontinuation-in-part of U.S. application Ser. No. 11/617,793, filed Dec.29, 2006, abandoned, which is a continuation-in-part of InternationalPatent Application No. PCT/US2006/022420, filed Jun. 8, 2006, andInternational Patent Application No. PCT/US2006/022503, filed Jun. 9,2006, all of which are incorporated herein by reference in theirentirety.

BACKGROUND OF THE INVENTION Field of the Invention

The invention relates to servicing of products after purchase, and moreparticularly to systems and methods to effect remote diagnosis andservicing of products.

SUMMARY OF THE INVENTION

In accord with the invention, a method of servicing an applianceincludes identifying an appliance configured to perform a useful cycleof operation to complete a physical operation on an article comprisingone or more components operated by a microprocessor controller to run acycle of operation, and also having a multimedia user interface.Servicing can be facilitated by establishing a video conference over themultimedia user interface between a service representative and a user toenable interaction between the service representative and the user.Simultaneously, a diagnostic routine related to one or more of thecomponents can be run. The method can include establishing a data linkwith the appliance and collecting data about one or more of thecomponents.

The video conference can include a still picture of the servicerepresentative, a video of a service representative, a voice signal fromthe service representative, a voice signal from the user, a stillpicture of the user, a video of a user, an audible signal from theappliance, a still picture of the appliance, or a video of theappliance. The interaction can include answering questions, askingquestions, explaining to the user how to use the appliance, assistingthe user in the service process, assisting the user in the installationor configuration of the appliance, ordering a replacement part,authorizing a replacement part order, purchasing a good or service, andauthorizing the purchase of a good or service.

Preferably, the service representative controls the appliance byinteracting with microprocessor, and can control it by sending a networkmessage to the appliance, or a test script to be run on the appliance.In the latter case, the test script can be contained in an XML document,a database record, or SQL statements for appending and updating recordsin a database. The appliance will typically have multiple components andthe service representative can select which of the multiple componentsto activate as part of the service. The service representative can sendinformation to the user over the multimedia user interface, includingsuch things as a fault tree, a how-to video, a use and care guide, afrequently ask questions document, a still picture, an image, a survey,a question, an SQL statement, an XML document, and a url. As well, theservice representative can add another user to the video conference.

In another aspect of the invention, the method includes identifying afirst appliance configured to perform a useful cycle of operation tocomplete a physical operation on an article, the first appliance havinga multimedia interface, identifying a second appliance of similarconfiguration, and establishing a video conference connection betweenthe first and second appliances such that a person at the firstappliance can video conference with a person at the second appliance.The first and second appliances can be connected over a communicationsnetwork or connected in a peer-to-peer relationship.

In another aspect of the invention, the method includes identifying anappliance having one or more components coupled to and controlled by acontroller to implement a cycle of operation, with an internalcommunication network coupling the components to the controller,coupling a smart device having video conferencing functionality to theinternal communication network where the smart device has softwarecapable of assuming control of the a component; and establishing a videoconference over the smart device to enable interaction between a servicerepresentative and a user. Either the service representative or the usercan control the appliance using the smart device.

The appliance will typically have multiple components and the servicerepresentative can select which of the multiple components to activate.The smart device can be used for the service representative sendinginformation to the user, the user sending information to the servicerepresentative, the appliance sending information to the servicerepresentative, or the appliance receiving information from the servicerepresentative. Preferably, the appliance is configured to perform auseful cycle of operation to complete a physical domestic operation onan article.

In yet another aspect, the invention includes a method of alerting auser of a need for maintenance of an appliance. Here the method includesidentifying an appliance configured to perform a useful cycle ofoperation to complete a physical operation on an article, with one ormore components operated by a microprocessor controller to run a cycleof operation, and also having a multimedia user interface. The methodfurther includes ascertaining a need for maintenance of the appliance,establishing a data link with the multimedia user interface; andtransmitting a message about the maintenance for receipt by a user. Theascertaining step can be based on a predetermined schedule, sensor data,diagnosis, or user input. Preferably, the data link is a video link andthe message is a video message. The message can also be an audiomessage.

The method can also include the step of rendering the message on themultimedia user interface for receipt by a user. In this case, therendering is preferably a visual message on a video screen or an audiomessage from a speaker.

In a further aspect of the invention, a method of servicing an applianceincludes identifying an appliance configured as above and interactingwith the multimedia user interface in an audiovisual conference link.Here, the interacting step can include leaving a video message, leavingan audio message, speaking to a user, seeing an image of the user,listening to the voice of a user, transmittal of an identifieridentifying the interacting, receiving of warranty information, andreceiving one of customer information, payment information, and/orproduct registration information.

An appliance according to the invention will one configured forperforming a useful cycle of operation on a physical article and includeone or more components whose actuation is used to implement a usefulcycle of operation on a physical article, a controller to controloperation of the components in the cycle of operation, a multimedia userinterface, a communication portal, and a software component configuredto communicate audio. With an appliance thus configured, a user and athird party can interact remotely by audio using the multimedia userinterface or the communication portal to attend to one of the componentsor the controller. Preferably, the audio comprises voice over internetprotocol. If using the multimedia user interface, it can be furtherconfigured to graphically interact with a user or a servicerepresentative. Such interaction can include displaying screens with oneof questions about service, and questions about the operation of theappliance, and questions about performing tests during the serviceprocess, and/or questions about the appliance. Preferably, the applianceis configured to accept, store, and use new service information for theservicing of the appliance by a user, a service representative, or both.

The invention also contemplates an accessory for an appliance having oneor more components configured to perform a useful cycle of operation ona physical article. The accessory includes a smart device enabled tocommunicate with the at least one component, and with a multimedia userinterface, and a software component configured to communicate audio.When the smart device is coupled to an appliance, a user and a thirdparty can interact remotely by audio using the multimedia user interfaceto attend to the appliance.

In another aspect of the invention, a network comprises two or moreconnected appliances. One of the appliances is configured to perform auseful cycle of operation on a physical article and both of theappliances are configured to communicate with each other. The networkincludes an audio communication link so that users at each appliance caninteract remotely by audio using the network.

BRIEF DESCRIPTION OF THE DRAWINGS

In the drawings:

FIG. 1 is a schematic illustration showing a household appliance havingan internal communication network connected to a smart device accordingto the invention.

FIG. 2 is a schematic illustration of the household appliance and theconnected smart device of FIG. 1 and further incorporating a pluralityof connected demo devices.

FIG. 3 is a schematic illustration of the smart device of FIG. 1 in usewith a component of the appliance and a demo device and showing thecapabilities of the component and the demo device.

FIG. 4 is a schematic illustration of the smart device, component, anddemo device of FIG. 4 and showing communication via messagestherebetween.

FIG. 5 is a perspective view of a dryer capable of connecting to a smartdevice according to one embodiment of the invention.

FIG. 6 is a schematic illustration of the interior of the dryer of FIG.5.

FIG. 7 is a perspective view of a user interface on the dryer of FIG. 5.

FIG. 8 is a flow chart illustrating normal operation of the dryer ofFIG. 5.

FIG. 9 is a perspective view of a smart device for connection to thedryer of FIG. 5.

FIG. 10 is a perspective view of an LCD monitor for connection to thesmart device of FIG. 9.

FIG. 11 is a perspective view of an air flow demo unit for connectionthe dryer of FIG. 5.

FIG. 12 is a perspective view of the smart device of FIG. 9, the LCDmonitor of FIG. 10, and the air flow demo unit of FIG. 11 in use withthe dryer of FIG. 5.

FIG. 13 is a flow chart illustrating a sales demo to be executed andperformed by the smart device, LCD monitor, air flow demo unit, anddryer of FIG. 12.

FIG. 14 is a schematic illustration of a business method for use withthe invention of FIG. 12.

FIG. 15 is a flow chart illustrating the affect of various factors onbusiness concepts for inclusion in the sales demo of FIG. 13.

FIG. 16 is a perspective view of a dryer having a multimedia userinterface according to another embodiment of the invention.

FIG. 17 is a schematic drawing of a controller having an integratedsmart device for the dryer of FIG. 16.

FIG. 18 is a schematic drawing of a network connection between the dryerof FIG. 16 and remote third parties.

FIG. 19 is a schematic drawing of two dryers of FIG. 16 in communicationover a communication network.

FIG. 20 is a schematic illustration of the internal communicationnetwork of FIG. 1.

DETAILED DESCRIPTION

The invention provides a way to enable a production line product tooperate in a demonstration mode, completely controlled from an externaldevice adapted for that purpose. And it does much more as explainedbelow. The invention centers around a smart device connectable to anyproduction product having an internal communications network connectingtwo or more functional components. The smart device containsdemonstration software capable of assuming control of the components inthe product and operating them independently of a sales person, butinteractively with a potential customer. An example of such a productmight be a hybrid automobile with an internal communications networkconnecting an electric motor with a gasoline engine. The smart device inaccord with the invention, can demonstrate features of the automobileinside a showroom in a demonstration mode without having to start thegasoline engine. Another common product type for which the invention canfind applicability is in the field of home appliances.

Household appliances typically comprise one or more components whichperform the electromechanical operations of the appliance. By employinga software architecture that enables facile communication betweeninternal components of an appliance and between an external componentand one or more of the internal components of the appliance, variouscomponents and accessories can communicate with the appliance to expandthe capability, functionality, and usability of the appliance. Theappliance can be any suitable appliance, such as a household appliance.Examples of household appliances include, but are not limited to,clothes washing machines, clothes dryers, ovens, dishwashers,refrigerators, freezers, microwave ovens, trash compactors, andcountertop appliances, such as waffle makers, toasters, blenders,mixers, food processors, coffee makers, and the like.

The appliance can be configured to perform a cycle of operation tocomplete a physical domestic operation on an article. Examples of thephysical domestic operations include a food preparation operation, afood preservation operation, a fluid treatment operation, a cleaningoperation, a personal care operation, a fabric treatment operation, anair treatment operation, and a hard surface treatment operation. The airtreatment operation can comprise, for example, air purification, airhumidification, air dehumidification, air heating, and air cooling. Thefood preparation operation can comprise, for example, food cleaning,food chopping, food mixing, food heating, food peeling, and foodcooling. The food preservation operation can comprise, for example, foodcooling, food freezing, and food storage in a specialized atmosphere.The fluid treatment operation can comprise, for example, fluid heating,fluid boiling, fluid cooling, fluid freezing, fluid mixing, fluidwhipping, fluid dispensing, fluid filtering, and fluid separation. Thecleaning operation can comprise, for example, dishwashing, fabricwashing, fabric treatment, fabric drying, hard surface cleaning, hardsurface treatment, hard surface drying, carpet cleaning, carpettreatment, and carpet drying. The personal care operation can comprise,for example, hair treatment, nail treatment, body massaging, teethcleaning, body cleaning, and shaving.

The internal components of the appliances can include anything thatparticipates in the operation of the appliance. Examples include acontroller (main controller, motor controller, user interface, etc.),which can be a simple microprocessor mounted on a printed circuit board,standing alone or associated with a corresponding device. Other examplesinclude one or more devices such as pumps, motors, heaters, I/O devicesand that like that may or may not be controlled by a controller.Typically, the controller components in cooperation either directly orindirectly, through other components, control the operation of all ofthe components and the associated devices to implement an operation orcycle for the appliance.

The software architecture can be implemented on and communicate over aninternal communications network on the appliance. The internalcommunications network connects the various internal components of theappliance and can be considered a closed network. One example of theinternal communications network used within an appliance is the WIDEnetwork protocol, created by Whirlpool Corporation, the assignee of thepresent patent application.

The software architecture can also expand the communication ability ofthe appliance by effectively creating an open network. Within theappliance, the software architecture can, but does not have to, resideon each of the components that have a controller. Those components withthe software architecture form a network node that can communicate withthe other nodes.

The software architecture can perform multiple functions. For example,one function can relate to identifying each of the componentscorresponding to a node on the network, while another function canrelate to identifying capabilities or functions of the identifiedcomponents on the network. Yet another exemplary function is to identifythe status of the components on the network. In this way, the softwarearchitecture can function to inform all of the nodes on the network ofthe presence, capabilities, and status of the other nodes.

The software architecture can comprise multiple modules, each of whichhas different functionality. Various combinations of the modules or allof the modules can reside on each of the components. One module having abasic or core functionality resides on all of the components. In oneanticipated configuration, all of the modules reside at least on themain controller, which establishes the main controller to function as aprimary or main software architecture, with the other nodes functioningin a client relationship to the main software architecture. In such aconfiguration, all of the nodes can communicate through the mainsoftware architecture. The software architecture can be sufficientlyrobust that it can permit configurations without a main softwarearchitecture or with multiple main software architectures. For example,the controllers of the various components can work together to controlthe operation of the appliance without any one of the appliancesfunctioning as a main controller. Regardless of the configuration, anycomponent with the software architecture can function as a client withrespect to the other components.

Because of the software architecture, the internal components of theappliance are not only connected with one another, but the internalcomponents can also be connected to one or more external components or anew internal component through the network. The external componentand/or the new internal component has one, some, or all of the softwarearchitecture modules in resident. As a result, the external componentand/or the new internal component can communicate with the internalcomponents of the appliance and can also communicate with other externalcomponents having the software architecture.

The software architecture can enable communication between the internalcomponents of the appliance and the external component and/or the newinternal component or between components external to the appliance. Anexample of such a software architecture is disclosed in the parentApplication No. PCT/US2006/022420, titled “SOFTWARE ARCHITECTURE SYSTEMAND METHOD FOR COMMUNICATION WITH, AND MANAGEMENT OF, AT LEAST ONECOMPONENT WITHIN A HOUSEHOLD APPLIANCE,” filed Jun. 8, 2006, aspublished at WO2006135726 and incorporated herein by reference in itsentirety. All of the communications between internal and externalcomponents and/or any combination of components described in thisapplication can be implemented by the software and network structuresdisclosed in this application.

The software architecture can be implemented by providing one or more ofthe software elements of the software architecture at least on each ofthe internal and external components to be controlled. The softwarearchitecture is preferably configured to generate a plurality ofmessages, with at least one of the software elements residing in each ofthe components and configured to enable transmission of at least one ofthe plurality of messages between the components. The messages can betransmitted for bi-directional communication between components. Themessages can include command messages that are used to implement aphysical domestic operation cycle of the appliance.

The messages can be generated by a message generator, which can take theform of the software architecture, an external component, or an internalcomponent. One possible message generator is a user interface. It willthus be apparent that an internal communications network in the productcan be formed of the software architecture resident on a singlecontroller, which, in turn, is connected to one or more devices, none ofwhich have its own controller or software. Also, the internalcommunications network can be formed of multiple devices, any one ormore of which may have a separate controller.

FIG. 1 illustrates the invention in the context of a householdappliance, designated generally by the numeral 10 in a schematicdiagram. The appliance 10 in this embodiment can be any from the groupof appliances discussed previously, or any similar product. Theappliance 10 preferably includes the previously discussed softwarearchitecture having an internal communication network 12 interconnectinga plurality of components 14, wherein each component is capable ofcommunicating with the network 12 by way of the software architecture.The components 14 are conventional and include, for example, motorcontrol microprocessors, key pads, timers, displays, and other devicesand controls typically included within the household appliance 10. It isto be understood that the appliance 10 in the context of the inventionis a production unit that can be purchased by a customer from a vendorfor immediate use without modifications.

The appliance 10 can include a user interface 16 as is commonly usedwith appliances. The user interface 16 enables a user to actuate andspecify the parameters for various operations of the appliance 10. Theuser interface 16 can include, but is not limited to, any number ofwell-known features, such as a digital display, speakers, a touchscreen, a key pad, buttons, switches, dials, lights, and the like.

The household appliance 10 has an internal/external communicationsconnection 18. The internal/external communications connection 18 can beany suitable connecting device, such as a wire or wireless port, anEthernet connector, a wireless-G connector, a USB port, a serial port,and the like. The internal/external communications connection 18 iscapable of connecting to various network interface devices 20 forenabling communication with various external clients or devices.Examples of suitable external network interface devices 20 comprise anysuitable and well-known serial, wireless, infrared, USB and TCP/IPdevice which would be apparent to one skilled in the art. The connectionbetween the internal/external communications connection 18 and thenetwork interface device 20 can be made permanent or temporary. Oneexternal client that can be connected to the appliance 10 via theinternal/external communications connection 18 by way of the networkinterface devices 20 is a smart device 30, according to the invention.The smart device 30 is operably coupled to a network interface device20.

Referring now also to FIG. 2, the smart device 30 can itself comprise anetwork interface device 20 for removably coupling to theinternal/external communications connection 18 of the appliance 10. Thesmart device 30 comprises a read-write memory component 32 and acontrolling component 34, and can be a dedicated device, or beincorporated in such devices as a laptop computer, remote control, aPDA, a cell phone, or a dongle. The smart device 30 can be powered byany suitable means, such as by an internal battery or from a connectionto an outside power source. The smart device 30 can include powertransmission means for delivering power to the appliance 10, such asthrough the communications connection 18. Since, according to theinvention, the smart device 30 will control the appliance 10 in a salesdemonstration mode, as explained below, it need only deliver enoughpower to the appliance to effectively operate such a mode. The smartdevice 30 can also be enabled to connect to other devices (such as theinternet) by way of additional internal/external communicationsconnections 18 and other network interface devices 20.

The smart device 30 will have its own software capable of communicatingwith the internal communication network 12 in the appliance 10.According to the invention, when the smart device 30 is coupled to theappliance 10, the smart device 30 assumes at least some control of theindividual components 14 of the appliance 10. For example, the smartdevice 30 can assume complete control of the appliance 10 and commandthe appliance 10 to enter a passive state. The smart device 30 canautomatically assume control of the appliance 10 upon connection of thesmart device 30 to the internal/external communications connection 18.Alternatively, additional stimulation can be required to initiatecontrol of the appliance 10 via the smart device 30, such as by flippinga switch on the smart device 30 or the appliance 10, or by entering aspecific key sequence on the user interface 16. Once the smart device 30has established control of the appliance 10, the smart device 30 canoperate the various components 14 of the appliance 10 in a mannerdifferent than the components 14 would be operated during normaloperation. This unique ability enables the smart device 30 to change theoperational capabilities and behavior of the appliance 10 temporarilywithout requiring any modifications of the appliance 10 or itscomponents 14.

The smart device 30 can use its memory component 32 to store salesdemonstration software, for example, hereinafter referred to as “salesdemos”, which can be accessed by the controlling component 34. Thecontrolling component 34 can communicate with and control the appliance10 to execute the sales demos. Sales demos can be designed to highlightfeatures of the appliance 10 for the customer and can be interactivewith the customer. Exemplary sales demos include, but are not limitedto, video presentations, audio presentations, displaying promotionsand/or advertisements, light and sound shows, textual displays, 3-Dsimulations, slideshows, voice feedback, key presses, voice command andcontrol, motion sensing, mechanical system custom demonstrations, andany combination thereof. Sales demos can be updated, deleted, modified,and downloaded to the memory component 32 of the smart device 30. Thiscan be accomplished by connecting a network interface device 20 to anappropriate source (such as the internet) by way of an internal/externalcommunications connection 18 of the smart device 30. Examples ofappropriate source include, but are not limited to, a computer, a PDA, aremote control, a cell phone, a dongle, an i-Pod®, the internet, and aUSB drive. Sales demos can thus be made adaptable to the needs ofdifferent vendors and/or manufacturers by downloading different salesdemos and/or modifying or updating existing sales demos accordingly.

As the software architecture enables control of individual components 14of the appliance 10, the smart device 30 can take advantage of thiscapability and combine the control of the components 14 with the controlof one or more demo devices 40. A demo device 40 can be a deviceexternal to the appliance 10 that aids in the presentation of salesdemos. The demo devices 40 will be expected to have their operationcontrolled at least in part by the smart device 30. Examples of suchdevices include, but are not limited to, a proximity sensor, an LCDdisplay, a speaker, a computer, a touch screen, a keyboard, a monitor, amechanical device, a light display, a microphone, a camera, a phone, orthe like. Demo devices 40 can be completely or partially controlled bythe smart device 30. Demo devices 40 can be embedded in the smart device10. Demo devices 40 can instead comprise a network interface connection20 and can be connected to either the appliance 10 or to the smartdevice 30 via an additional internal/external communications connection18. Each demo device 40 can be enabled with the same softwarearchitecture as the appliance 10 whereby the demo device 40 establishesa node on the internal communication network 12 or is part of anexisting node on the network 12. If a demo device 40 is not enabled withthe same software architecture as the appliance 10, the smart device 30can optionally serve as a protocol bridge between the demo device 40 andthe appliance 10. A protocol is a standard procedure for regulating datatransmission between devices; however, not all devices necessarilycommunicate in the same protocol. A bridge effectively translates oneprotocol into another so that devices with different protocols cancommunicate with one another. Thus, the bridge functionality can beincorporated into the smart device 30 and the user does not need topurchase a separate bridge in order for the demo device 40 tocommunicate across the internal communication network 12.

In order to present the sales demos, the smart device 30 can utilizeboth the internal components 14 of the appliance 10 and/or demo devices40, an example of which is illustrated in FIG. 3. An internal component14 and a demo device 40 can each have visual output 44, audio output 46,and/or sensory output 48 capabilities which can serve a number ofpurposes, such as encouraging customers to interact with the appliance10, offering product information and demonstrations, and presentingvarious promotions and advertisements. The internal component 14 anddemo device 40 can also have visual input 54, audio input 56, and/orsensory input 58 capabilities which can serve additional purposes, suchas answering customer questions, responding to customer commands, andcollecting information regarding the customer and his or her behavior.The internal component 14 and demo device 40 can be controlled tooperate passively or to require customer actuation for operation.

Referring now to FIG. 4, the smart device 30 can also command theinternal component 14 and demo device 40 to work in combination withother internal components 14 and/or demo devices 40. For example, acomponent 14 or demo device 40 capable of receiving sensory input 58,such as a button or a motion sensor, can send a detailed message 60across the internal communication network 12 upon receiving sensoryinput 58 from a customer. A demo device 40 or an internal component 14having visual output 44 means, such as a light on the appliance 10 or anLCD screen hanging above the appliance 10, can receive the message 60and provide certain visual output 44 responsive to the sensory input 58.The relationships between components 14 and demo devices 40 and thereactions to messages sent therebetween can be controlled by the smartdevice 30.

An example of a household appliance according to the invention isillustrated in FIGS. 5 and 6 as a dryer. The clothes dryer 100 describedherein shares many features of a well-known automatic clothes dryer, andwill not be described in detail except as necessary for a completeunderstanding of the invention. In this example, the dryer 100 includesa feature wherein the dryer 100 can adjust the pressure in the flow ofair to accommodate different load types and different home ventingsystems. The dryer 100 includes a plurality of elements common to adryer, such as a cabinet 102 having a user interface 104 for controllingthe operation of the dryer 100, a partially translucent door 106hingedly attached to a front wall 120 of the cabinet 102, a rear wall124, and a pair of side walls 122 supporting a top wall 118. Twointernal/external communications connections in the form of two USBports 190, 192 are located on the user interface 104. A network adapter194 is provided for connecting the appliance to a communicationsnetwork, which may be either a public network, such as the Internet, ora private network.

Looking now more closely at FIG. 6, the interior 128 of the dryer 100comprises a rotating drum 130 having an open front for access to theinterior of the drum 130 which defines a drying chamber 132. The cabinet102 also encloses a drum motor assembly 133 adapted in a well-knownmanner for rotating the drum 130 via a drum belt 134. A blower assembly140, a flexible dryer hose or similar conduit 142, and a heater assembly144 in fluid connection with one another and the drying chamber 132 arealso enclosed by the cabinet 102. An exhaust (not shown) is provided inthe rear wall 124 of the dryer 100 for connection to a home ventingsystem (not shown) for venting air.

In normal operation of the dryer, a user first selects an appropriatedrying cycle by means of the user interface 104. FIG. 7 illustratesvarious features that can be included on the user interface 104,including a power button 148, dryer status indicator lights 150, a dial152, parameter adjusting buttons 154, a digital display 156, a startbutton 160, a stop button 162, a first parameter selection button 166, afirst set of indicator lights 168, a second parameter selection button170, and a second set of indicator lights 172, on/off buttons 178, andon/off indicator lights 180. These features can be marked withappropriate indicia to indicate their function. Selecting the dryingcycle can require a user to manipulate several of these features toinitiate operation and specify common drying cycle parameters. Examplesof such parameters include, but are not limited to cycle type, heatlevel, dryness level, air level, temperature, and cycle length.

For the particular dryer 100 described herein, normal operation of thedryer 100 comprises a number of steps 65, 66, 67, 68, and 69 asillustrated in FIG. 8. Each step is illustrated herein as a box. Afeature on the user interface 104 that can be manipulated to effect oraffect a given step is illustrated as a circle having an arrow pointingtherefrom towards the given step. A feature on the user interface 104that produces visual output at a given step is illustrated as circlehaving an arrow pointing thereto from the given step. A first step thatmust be completed prior to the beginning of a second step is signifiedby a thickened arrows pointing from the first step towards the secondstep.

A user powers up the dryer 100 at a power-on step 65 by pressing thepower button 148. At least one of the status indicator lights 150associated with an “on” state of the dryer 100 will become lit uponpressing of the power button 148.

Next, a user can select the drying cycle parameters at a parameterselection step 66. The dial 152 can be rotated to select an appropriatedrying cycle type. Examples of specific drying cycles include, but arenot limited to, a touch-up cycle, an express dry cycle, a timed drycycle, a heavy duty cycle, a cotton/towels cycle, a normal cycle, abulky/bedding cycle, cottons cycle, a delicates cycle, a linens cycle.If the drying cycle type is a timed drying cycle, the user can select adesired cycle length using the parameter adjusting buttons 154 to adjustthe number of minutes that the cycle will last. The user can also selecta desired dryness level and a drying temperature using the firstparameter selection button 166 and the second parameter selection button170 respectively. The first set of indicator lights 168 and the secondset of indicator lights 172 correspond to the first parameter selectionbutton 166 and the second parameter selection button 170 respectively.Each light in each set 168, 172 correspond to a different dryness leveland a different temperature level respectively. The buttons 166, 170 canbe pressed repeatedly to select the different levels.

Once the parameter selection step 66 is complete, the user can press thestart button 160 to begin the drying cycle step 67. As is well-known,the door 106 includes sensing means (not shown) to ensure that thedrying cycle will not start if the door 106 is not closed. In accordancewith the selected parameters, various components 14 of the dryer willperform a drying cycle. Throughout the drying cycle, the dryer statusindicator lights 150 will reflect the operation of the dryer 100. Themotor assembly 133 rotates the drum 130 via the belt 134. The blowerassembly 140 draws air out of the drying chamber 132 and into a flexibledryer vent hose 142. The blower assembly 140 then circulates the airthrough a heater assembly 144 to heat the air. The heated air is thenpropelled through the hose 142 and into the drying chamber 132. Air isvented through the exhaust so as to remove moisture from the dryingchamber 132. This cycle continues according the selected parameters. Themotor assembly 133, blower assembly 140, and heater assembly 144 canoperate at different levels during the drying cycle.

At any time during the cycle, the door 106 can be opened or the stopbutton 162 can be pressed to initiate a drying cycle end step 68. Oncethe drying cycle end step 68 has been completed, the dryer 100 can becompletely shut off at a power-off step 69 by pressing the power button148. This will cause the status indicator light 150 that was turned onduring the power-on step 65 to turn off. Alternatively, after the dryingcycle end step 68, new drying parameters can be entered at the parameterselection step 66. Steps 66, 67, and 68 can be repeated in sequence asmany times as desired by a user.

On/off buttons 178 can preferably be pressed at any time during steps66, 67, and 68 to activate or deactivate additional functions of thedryer 100. On/off indicator lights 180 indicate whether or not theadditional functions are activated. Additional functions can includeturning on a drum light for enabling easy viewing of the contents of thedryer 100, providing an audible signal to a user when clothes in thedryer 100 are partially dry, extending the drying cycle for additionallength of time without heat after completion of the user-specifieddrying cycle in order to avoid wrinkling, and setting the volume of anyaudible signals generated by the dryer 100.

In order to demonstrate the dryer 100, according to the invention, asalesperson or other store personnel can provide a smart device 200,such as that shown in FIG. 9. The smart device 200 includes a networkinterface device in the form of a USB device 202. The USB device 202 isconfigured to be plugged into the USB port 190 on the user interface 104of the dryer 100. The smart device 200 also comprises internal/externalcommunications connections in the form of an Ethernet connector 204, twoUSB ports 208, 210, and a wireless port 212. The smart device 200includes a rechargeable battery (not shown) that can be charged via USBport 210 by inserting an appropriate charger cord (not shown) into theport. Two speakers 216 for emitting sound are embedded in the smartdevice 200. The smart device 200 need not be disposed for customeraccess, but in this particular embodiment, the speakers need to bedisposed so they can be heard. In the illustrated embodiment, the smartdevice 200 is mounted on a wall 218 behind the dryer 100 such that thespeakers 216 are facing outward towards the customers.

Looking now at FIG. 10, a demo device in the form of an LCD monitor 220includes a USB device configured to be plugged into the USB port 208 ofthe smart device 200. The LCD monitor 220 is disposed so that it can beseen by a customer. For example, it can rest on the dyer or be mountedto a separate stand or be mounted to a wall if proximate the dryer suchas wall 218, etc. The LCD monitor 220 includes a screen 222 capable ofdisplaying video and images. The LCD monitor 220 further comprises asmart camera 224 positioned inconspicuously on a portion thereof andconfigured to capture images of customers in the vicinity of the dryer100. The smart camera 224 is able to distinguish between certain typesof customers, such as males versus females and children versus adults.This information is available to the smart device 200. The LCD monitor220 and camera 224 are powered by the smart device 200 via the USB port208.

Looking now at FIG. 11, a demo device in the form of an air flow demounit 230 comprises an elongated transparent conduit 232 and alightweight ball 234 moveably disposed therein. The conduit 232 isremovably mounted to the rear of the dryer 100. The conduit 232 ispreferably a vertically-oriented hollow cylinder. The conduit 232 isrigid enough and suitably mounted so that it extends for a distanceabove the dryer 100 without necessitating additional support. Theconduit 232 is formed of any material suitable for the purposesdescribed herein, such as a transparent and rigid plastic. The ball 234is preferably spherical in shape and has a diameter lightly less thanthe inner diameter of the conduit 232 so that it can freely movevertically therein. The ball 234 is preferably hollow and formed of alow density, low weight substance, such as a plastic. The ball 234 isformed so that it can be seen inside the conduit 232, such as by dyeingthe ball 234 in a bright color such as red. A lower end of the conduit232 comprises an opening 236 configured for connection to and airtightfluid communication with the exhaust of the dryer 100.

The various connections among the appliance 100, the smart device 200,and the demo devices 220, 230 can be seen in FIG. 12. The smart device200 is connected to the dryer 100 by plugging the USB device 202 intothe USB port 192 on the dryer 100. Once the smart device 200 is pluggedin 304, the dryer 100 operates in a passive mode, and the smart device200 assumes complete control of the dryer 100 to present a sales demo240.

Looking now also at FIG. 13, the smart device 200 automatically powersup the dryer 100 upon being plugged in 304 and begins operation in anactive sales demo mode 302, which will be discussed in more detailhereinafter. It is noted that the dryer 100 will be connected to asource of power sufficient to operate the blower 140. That source may bethe smart device 200 itself or an independent source. The smart camera224 and the user interface 104 on the dryer 100 continuously perform acheck 243 for the presence 246 of customers throughout the entire salesdemo 240. The smart camera 224 continuously searches for customerswithin a certain distance of the dryer 100. The user interface 104 alsowaits for and receives any input received from the customer. Customerpresence 246 is detected through the manipulation of power button 148,dial 152, parameter adjusting buttons 154, start button 160, stop button162, first parameter selection button 166, second parameter selectionbutton 170, or on/off buttons 178, or by way of the smart camera 224detecting a customer in close proximity to the dryer 100

The smart camera 224 can identify certain characteristics of customersusing embedded software, such as approximate age and gender. The smartcamera 224 can store records of these characteristics. The smart camera224 can provide this information to the smart device 200 to enable tothe smart device 200 to tailor the sales demo 240 to suit a particularcustomer. An example of such tailoring is targeting male and femalecustomers separately by interchangeably presenting two demos using twodifferent color schemes. One color scheme has been developed to elicit amore positive response from females, and one color scheme has beendeveloped to elicit a more positive response from males. Other examplescould include, but are not limited to, using different types of music,using different voices, using different advertising concepts, andhighlighting different features.

If no customers are detected 244 within a certain distance of the dryerfor a predetermined length of time specified by the sales demo 240, thesmart device 200 switches the dryer 100 into a default sales demo mode300. If a customer presence 246, the smart device 200 will switch thedryer 100 back to the active sales demo mode 302. The default sales mode300 will also run if a customer presses 248 the stop button 162 at anytime during the active mode 302.

In the default sales demo mode 300, the smart device 200 operates thedryer 100 to present a light show 306 using the dryer status indicatorlights 150, the first set of indicator lights 168, the second set ofindicator lights 172, and the on/off indicator lights 180. The variouslights are turned on and off to produce a number of visually-stimulatingpatterns. The smart device 200 also operates the digital display 156 tooutput a variety of displays 308 designed to draw the attention ofpotential customers, such as a greeting or an aesthetically pleasingpattern. The smart device 200 can operate the LCD monitor 220 to displaya variety of promotional offers 309, advertisements 310, and the like.One example would be displaying the text, “20% off, today only,”accompanied by eye-catching graphics depicting the dryer 100. The smartdevice 200 can operate the speakers 216 to output an invitational voiceclip 314 inviting customers to interact with the dryer 100 as well. Anexample of such an invitational voice clip 314 could be an invitingphrase reciting “please press any button to learn about our featureddryer”.

If the user interface 104 detects that a customer presence 246, thesmart device 200 will respond by converting to the active mode 302. Thesmart device 200 will first output an introductory voice clip 320through speaker 216. The introductory voice clip 320 will comprise voiceinstructions inviting the customer to turn the dial 152 or press one ofthe buttons to learn about each feature of the dryer. The introductoryvoice clip 320 will also invite the customer to press the start button160 to learn about the special drying air flow feature of the dryer 100.The introductory voice clip 320 includes instructions informing thecustomer that the stop button 162 can be pressed at any time to exit thedryer demonstration.

If a customer presses one of the buttons 148, 160, 162, 166, 170, 178,the smart device 200 will output a feature-specific voice clip 322through the speaker 216. For example, if an on/off button 178 if pressedand the button 178 has indicia indicating it functions to turn a dryingchamber light on and off, a feature-specific voice clip 322 could beplayed that says, “The light feature will allow you to view the contentsof the dryer without halting dryer operation.” Throughout the activemode 302, the LCD monitor 220 also displays various video clips 324 tosupport the feature-specific voice clips 322. For example, as thespeakers 216 output a voice saying “the light feature will allow you toview the contents of the dryer without halting dryer operation,” the LCDmonitor 220 will show a video clip 324 of the light turning on and offwhile a number of clothing items are tumbling about the drying chamber.

In addition, the smart device 200 can operate the various components ofthe dryer 100 to further the quality of the sales demo 240 by providinga component demonstration 326. The component demonstration 326 cancomprise operation of one or more internal components of the dryer 100in order to demonstrate dryer operation. For example, in conjunctionwith the light-related feature-specific voice clip 322 and video clips324 discussed above, the smart device 200 could instruct a componentresponsible for operating the light in the dryer 100 to switch the lighton and off.

If a customer presses the start button 160, the air flow demo unit 230can be used to present an air flow demo unit demonstration 330. Theblower assembly 140 will be operated by the smart device 200 to producevarying rates of air flow in order to demonstrate the dryer's 100 uniqueair flow feature. The air will flow out the exhaust and into the conduit232 to cause the ball 234 to move upwardly and downwardly in the conduit232. The other components of the dryer 100 that would operate duringnormal operation of the dryer 100 will not be operated, such as theheater assembly 144 and the motor assembly 133. The blower assembly 140will produce varying air flow rates will cause the ball to hover nearthe top of the conduit 232, at a point just above the user interface 104so that a customer can still see the ball 234, and at a pointtherebetween. As the ball 234 is moved about, an air flow voice clip 334will be emitted via speakers 216 that will explain the benefits ofvarying the air flow. The LCD monitor 220 can also display acorresponding air flow video clip 336 of a graph depicting the improveddrying ability of the dryer 100 as compared to competitor's dryers. Uponcompletion of the air flow demo unit demonstration 330, the introductoryvoice clip 320 can be output by the speakers 216 once again.

The smart device 200 can be disconnected 337 from the dryer 100 at anytime to halt operation 338 of the sales demo 240.

Looking now also at FIG. 14, a production unit of the dryer 100 havingthe capability to perform part or all of the aforementioned functions,depending upon model, is shipped by its manufacturer 196 to a vendor 198for sale. Once at the vendor 198, the dryer 100 is put on display at adesired location where customers can walk about and view the dryer 100.The dryer 100 may be plugged into a power source, enabling it to beoperated to the fullest extent of its capabilities, but more commonly,it will not be connected to a conventional power source. Here is wherethe invention is most useful.

Various sales demos 240 stored in the smart device 200 can be accessedand updated by connecting a computer 340 having a USB device 342 to USBport 210 of the smart device 200. Alternatively, the computer 340 cancomprise a wireless device (not shown) and can be connected wirelesslyto the smart device 200 via wireless port 212. This is simply a matterof preference and/or availability for each particular vendor 198displaying the dryer 100. New sales demos 240 and sales demo updates 360can also be downloaded via the computer 340. Existing sales demos 240can be updated, modified, or deleted via the computer 340. The computer340 comprises a connection to the internet 346 enabling access to awebsite 350. The website 350 is managed by either the manufacturer 196or the vendor 198. The website 350 comprises a database 354 having avariety of sales demos 240 and/or sales demo updates 360 that can bedownloaded to the smart device 200 using a specially-designeddownloading program 352 installed on the computer 340. The downloadingprogram 352 software can be downloaded from the website 350. The program352 provides a simple interface or window serving to guide a userthrough the downloading process. The program 352 downloads the salesdemos 240 to the smart device 200. The program 352 can also enable auser to modify certain characteristics of the sales demo 240. Modifiablecharacteristics can be designated within the sales demo 240 code.

The sales demos 240 can be downloaded to the smart device 200 andaltered as previously described, which enables the vendor 198 to adaptthe sales demos 240 to suit current business needs. Different salesdemos 240 are available so as to enable vendors 198 to adapt the salesdemos 240 for incorporation of a variety of business concepts 366 asshown in FIG. 15.

Business concepts 366 can include targeting regions 370, incorporatingadvertising campaigns 372, targeting demographics 374, reflectingmarketing strategies 376, and/or including current promotions 378. Thetarget region 370 and target demographic 374 are commonly designated bythe vendor 198, as manufacturers 196 tend to supply appliances tonumerous regions 370 and demographics 374. The advertising campaigns372, marketing strategies 376, and current promotions 378 can be thoseof either the manufacturer 196 or the vendor 198. By differentiating thedryer 100 from other dryers on display at the vendor 198, the salesdemos 240 can help improve sales of the dryer 100. The sales demos 240can be customized according to the vendor 198 and trade partners of themanufacturer 196 of the dryer 100. Furthermore, by locating the salesdemos 240 on the smart device 200, code for sales demos 240 that wouldtraditionally reside on the dryer 100 can be removed from the dryer 100,thereby reducing development time and cost of the dryer 100. Inaddition, information gathered and stored by the smart camera 224 andthe user interface 104 can be accessed by the manufacturer 196 and/orvendor 198 to generate customer profiles 380. Customer profiles 380 canthen be used to generate advertising campaigns 372, marketing strategies376, and the like.

It will be apparent from this disclosure that a manufacturer need onlymake production units of a product and offer them for sale throughnormal distribution channels. The invention provides a very flexible wayto demonstrate the product by enabling a vendor to connect the smartdevice to a given production unit, install specific demonstrationsoftware on the smart device, and operate the smart device to assumecontrol of the product in a demonstration mode. The sales demonstrationcan thus be targeted to a specific market, for example, geographicallyor demographically. The demonstration can be tailored to a specificvendor by simple software changes. It can be made fully interactive witha potential customer, and even tailored to the type of customer that thesystem might be configured to perceive.

FIG. 16 is another exemplary appliance according to the invention. FIG.16 illustrates a dryer 400 that is substantially similar to the dryer100 of FIG. 5, except that the user interface 104 has been replaced witha multimedia user interface 404 that includes an LCD touch screendisplay 405, which replaces many of the traditional knobs, buttons,switches, and lights of the user interface 100. Speakers 407 aredisposed on opposite sides of the display 405. A camera 409 is locatedabove the display 405. The camera 409 can be an analog or digital videoor still camera, or a combination video/still camera capable of takingeither video or still images. A microphone 411 is provided along abottom of the display 405. An audio/video input port 413 is provided forwhich an audio/video source may be plugged and the video displayed onthe display 405 and broadcast on the speakers 407. An audio/video outputport 415 is provided for which an audio/video display device may beplugged and the video displayed thereon in addition to the display 405and broadcast on the speakers 407. A data communications port 490 isprovided below the display 405. The communications port 490 can be anysuitable type, such as USB or Firewire. A network adapter 494 isprovided for connecting the appliance to a communications network, whichmay be either a public network, such as the Internet, or a privatenetwork. The network adapter can be a wired network card or a wirelessadapter.

FIG. 17 is a schematic of a multimedia controller 500, a part of whichforms the smart device for the dryer 400. The multimedia controller 500can be thought of as the smart device or it can be thought of asincorporating the smart device. Not all of the functionality of themultimedia controller 500 is necessary for performing the smart devicefunctionality.

The multimedia controller 500 comprises a main processor system 502,which is a component to which all of the other components are connectedand by which the controller 500 interacts with other components on theinternal network of the appliance as well as an external network. Forexample, the main processor system 502 is coupled to WIDE Bus Driver504, which establishes external communication with the InternalAppliance Network 506, which includes any other components on theInternal Appliance Network, and expressly includes any othercontrollers, circuit boards, processors, such as those for the motor andfan of the dryer in the dryer example. In this way, the multimediacontroller 500 comprises yet another component on the internal networkthat is in communication with all of the other components.

The multimedia processor system 502 is coupled to both a non-volatilememory 508 and dynamic memory 510. The non-volatile memory 508 storesthe operating software and other executable software for the multimediauser interface 500 along with the demonstration software. In oneembodiment, an updatable portion of non-volatile memory holds arelational database enabling information to be dynamically introduced tothe appliance by sending one or more SQL statements or the equivalentthereof to the appliance over a network. In yet another embodiment, anupdatable portion of non-volatile memory holds an XML file, which can bereplaced or modified using a network. The non-volatile memory 508 can beof the type that is completely updatable, such a flash memory. In thisway, the demonstration software stored in the non-volatile memory can beupdated. The dynamic memory 510 stores applications and data related tothe current operations of the multimedia controller 500. All or aportion of the demonstration software stored in the non-volatile memory508 can be loaded into the dynamic memory upon execution of thedemonstration software. The corresponding demonstration can then beupdated in real time by new demonstration software, software elements orinformation in the dynamic memory as part of running the demonstrationsoftware. Additionally, service information like test scripts, faulttrees, Frequently Asked Questions, user interface screens, video,documents, and the like can reside in memory 508 and 510 allowing forlocal use by the multi-media processor system 502 such that the consumermay elect to use the multi-media system 502 to attempt a service processbefore invoking a video conference with a remote agent. Once a videoconference is invoked, the remote agent may take control of themulti-media processor system 502 for the service process, or may updatethe service information over a network, or may assist the consumer toperform the service process.

A communication host 509 couples the communication port 490 to themultimedia processor system 502 and provides for the coupling of amemory or communication device 512 to the multimedia processor system502. Exemplary types of host include a USB or Firewire host. The device512 can store the demonstration software or updates to the demonstrationsoftware, which can be uploaded to either the dynamic memory 510 or thenon-volatile memory 508. The device 512 can also be a device that addsadditional functionality, like a network adapter. For example, there arewireless network adapters that connect via a USB connection.

The multimedia processor system 502 is also coupled to an Appliance I/ODrivers component 514, which is coupled to a Human/Machine Interfacecomponent 516, which includes any other input/output devices and relatedelements such as buttons, encoders, lights, etc.

An LCD video driver component 518 couples the multimedia processorsystem 502 to an LCD display 520 forming part of the LCD touch screendisplay 405. The video driver 518 controls the display of images on theLCD display 520. A touch screen driver component 522 couples themultimedia processor system to a touch screen input device 524 of thedisplay 405. The touch screen input device can be a membrane thatoverlies the LCD display and determines the location of a contact withthe screen. Such membranes can work in many different ways. Some arepressure sensitive and some are based on a change in capacitance.

A video input driver 526 couples the audio/video input port 413 to themultimedia processor system 502. An external audio/video source 528 canbe coupled to the video input port 413 and its video signal is deliveredto the multimedia processor system 502 via the video input driver 526.In this way, an external video device can be coupled to the applianceand its video displayed on the display 405.

An external audio/video device 529 connected to the audio/video outputport 415 couples to the multimedia processor 502 through a video outputdrive 531 such that audio or video generated by the multimedia userinterface can be displayed on the device 529.

A sound input driver component 530 couples the microphone 411 to themultimedia processor system 502 to provide sound within range of themicrophone, especially the voice of a consumer in front of theappliance, to be transferred to the multimedia processor system 502.

An audio output component 532 couples the multimedia processor system502 to the speakers 407. In that way, sound generated by a program, suchas the demonstration program, can be broadcast on the speakers.Similarly, sound from the audio/video source can also be broadcast onthe speakers. Sound from the microphone can also be broadcast on thespeakers.

A camera input driver component 534 couples the camera 409 to themultimedia processor system. Images, video or still, from the camerawill be sent to the multimedia process system 502 via the camera inputdriver 534. The multimedia process or can display the video on thedisplay 405.

The multimedia processor system 502 in addition to displaying orbroadcasting any of the audio/video on the display 405 and the speakers407 can send the audio/video over the network adapter 494 for use byother appliances or devices. Similarly, the multimedia processor system502 can receive audio/video over the network adapter from anotherappliance or device for display and broadcast on the display 405 and thespeakers 407. The multimedia processor system 502 is capable of sendingor receiving streaming audio/video over a network via the networkadapter.

When the demonstration is to be performed on the appliance 400 with themultimedia user interface 404, the demonstration software is executed.The demonstration software takes over control of the appliance andbegins two primary functions. The first is demonstrating one or more ofthe components of the appliance. The second is running a multimediapresentation on the multimedia user interface 500. The multimediapresentation can generally track or explain the demonstration of thecomponents. It can also supplement the demonstration of the componentsand add media that goes beyond the mere demonstration of the components.The presentation will comprise any combination of visual and audioinformation, which can include any combination of video, still images,and sound.

The demonstration software can be stored in the non-volatile memory 510and loaded as required to the dynamic memory 510 during execution of theprogram. It is anticipated that in most cases the demonstrationinstructions for the components and the presentation can be stored inthe non-volatile memory 508 as a standard demonstration software. As thedemonstration software is updated, the updated version can be downloadedand saved in the non-volatile memory via the network adapter. It is alsocontemplated that the demonstration software can be updated in real timeas the demonstration software is being executed.

In the embodiment of FIG. 17, the multimedia processor system 502 andthe non-nonvolatile memory 508 loaded with the demonstration software incombination with the display 405 and/or speakers 407 collectively formthe smart device.

The ability of the multimedia user interface 500 to send or receiveaudio/video over a network enables some useful functionality for theappliance, especially during the execution of the demonstrationsoftware. FIG. 18 illustrates one possible implementation of themultimedia user interface 500 in the context of a demonstration of theappliance, which can be used to illustrate the variety of functionalitythat can be obtained by incorporating the smart device with themultimedia user interface 500. FIG. 18 illustrates a consumer 600positioned in front of the appliance 400 having the multimedia userinterface 500. The multimedia user interface 500 is coupled via thenetwork adapter 494 over networks 602, 604 to a remote sales assistantcenter 606 and a remote service assistant center 608, respectively.

Various elements of the multimedia user interface 500 can be used todetermine or sense the presence of the consumer 600 in front theappliance. For example, the camera 409 and microphone 411 can be used todetect or sense the presence of the consumer 600. The camera 409 cancontinuously or at intervals send images to the multimedia processorsystem 502 that can monitor the images for a change. When the change inthe image is indicative of the presence of the human, the multimediaprocessor system 502 can make the determination that a human is presentand start the execution of the demonstration software. There are manyknown software applications that can be used to process still or videoimages to determine if a person enters the view of the camera. This typeof software can be loaded into the non-volatile memory 508 and run bythe multimedia processor system 502 to determine the presence of theconsumer.

In a similar manner, the microphone can send signals to the multimediaprocessor system 502, which can run a suitable software for determine ifthe sensed sound is indicative of the presence of a consumer 600 infront of the appliance 400. The determination can vary from very simplerecognition, any sound different from the background sound, to morecomplex voice recognition, where the multimedia processor system notonly looks for words or phrases that would indicate human presence, butalso try and determine what is said. Again, there are many knownsoftware applications that can process sound in this manner. Suchsoftware can be stored in the non-volatile memory 508 and run by themultimedia processor system 502.

An additional benefit of the voice recognition is that it can also beused to determine the native language of the consumer 600. Once it isdetermined the language spoken by the consumer 600, this information canbe passed to the demonstration software and the demonstration softwarecan display all text in the native language of the consumer and allbroadcast audio can be in the native language of the consumer. If theappropriate native language graphic and audio files are not stored ineither the non-volatile memory 508 or dynamic memory 510, theappropriate files can be downloaded from the remote sales assistantcenter 606 or some other suitably accessible location and then stored inthe dynamic memory for use in the sales demonstration and the displayingof the related multimedia presentation on the display 405.

In addition to determining the presence of a consumer 600, themultimedia user interface 500 can also be used to identify, uniquely orgenerally, the consumer 600 and this information can be used tocustomize the demonstration for the consumer 600. The identification canbe done passively and/or actively. For example, a passive identificationcan be accomplished by using the camera 409 or microphone 411 to sensecharacteristics of the consumer 600 that can be used to identify theconsumer. The camera 409 can capture an image, video or still, of theuser and then analyze the image for identification. The image could beof a biometric of the user, such as a face scan, fingerprint, retinalscan, which can then be compared to a database, remote or local, for amatch to uniquely identify the consumer. The microphone can capture avoice print of the user and similarly look for a match in the database.

In addition to biometric information, other information regarding theconsumer can be determined from just an image and a voice file whenprocessed by the appropriate software. Such information includes, but isnot limited to, gender, age, height, mass, voice, facial expression,native language, eye color, and hair color. This information isgenerally not sufficient to uniquely identify a consumer, but it can beused to generally or categorically determine a consumer as belonging toa particular demographic.

The consumer identification can also include active identification. Anexample of active identification includes the demonstration softwareprompting the consumer for personal information, which can include, butis not limited to, name, address, age, identification number, creditcard information, financial information, etc. The consumer 600 can enterthe information via the touch screen 405 or by voice recognition usingthe microphone in response to prompts by the demonstration software.

Regardless of whether the consumer information is collected passively oractively and whether the consumer information is uniquely identify orgenerally identifying or a combination of both, the network adapterenables the multimedia user interface to connect to a remote consumerdatabase containing such consumer information, which can be maintainedat the remote sales assistant center 606 or similar location. Thedatabase can include a profile for a uniquely identified consumer 600.Information of the consumer 600 obtained during the demonstration can beadded to the profile. If the consumer does not exist in the database,the biometric information can also be added as a new consumer and aprofile can be started. The database can contain similar information fora generally or categorically identified consumer and a correspondingdemographic profile.

Once the consumer 600 has been identified, uniquely or generally, thedemonstration can be customized for the consumer 600. The customizationcan be done by selecting from demonstration instructions andpresentation elements already stored in the multimedia user interface500 or it can be downloaded from a remote location, including thepreviously discussed consumer database. The amount and type ofcustomization is limited only by creativity and technology, but caninclude, without limitation, sales incentives, appliancerecommendations, related-appliance recommendations, applianceaccessories, appliance options, and appliance build options. Forexample, if the consumer is uniquely identified and his/her profileincludes currently owned appliances, recommendations for new appliancescan be made. Additionally, options of the currently owned appliances canbe recommended on the appliance 400. A completely different orcomplementary appliance can also be recommended. The sales incentivescan include price discounts, price bundles, financing options, etc.

The customization of the demonstration is anticipated to be done in realtime, but it can be done by downloading an update to the standarddemonstration software. The update can be thought of as aconsumer-specific update regardless of whether the consumer is uniquelyor generally identified. It is also possible for the entiredemonstration to be downloaded to the appliance. For purposes of thisapplication, the term downloading expressly includes streamingaudio/video information.

The consumer information collected during the demonstration can betransferred to another appliance. The transfer can be direct in apeer-to-peer relationship or via a common database like the consumerdatabase. As the appliance 400 has a network adapter 494, which can bewired or wireless, the appliance 400 can connect to other similarlyconfigured appliances and transfer the information. An anticipatedscenario where the information would be transferred is in the context ofthe sale of complementary appliances, such as a washer and dryer. If theconsumer 600 is receiving a demonstration on one of the twocomplementary appliances, the consumer can be prompted to view the othercomplementary appliance, which can already be customized for theconsumer 600. The other of the complementary appliance can even solicitthe consumer 600 to the extent the appliance can identify the consumer600. For example, if the name of the consumer 600 is known, thecomplementary appliance can use the speakers to 407 to call out the nameof the consumer 600 to direct them to the complementary appliance. Amore general solicitation, such as “Please look at me” or other similarwording, can also be used.

Another beneficial function of the multimedia user interface 500includes being able to conduct a video conference using the display 405,camera 409, and microphone 411. One anticipated use includes providing avideo conference link between a sales representative at the remote salesassistant center and the consumer 600. The sales representative caninteract with the consumer 600. The interaction can be in the nature ofa conversation where the sales representative can answer questions forthe consumer 600. The sales person can also run the demonstrationsoftware in a manual mode where they sales person directs the salesdemonstration, including the demonstration of the various components.

The sales representative can use the video conferencing to complete thesale of the appliance 400 to the consumer 600, including the collectionof all personal information, financing, and delivery. The videoconferencing can also be used to conference in other parties, such asthe financial representative, delivery representative, and installers,without limitation. All of this information can be added to the profilefor the consumer 600 in the consumer database.

Once the consumer has the product delivered to his/her home, the videoconferencing functionality can be used to video conference with a remoteservice assistant center 608 where a representative, such as atechnician, can assist the consumer 600 in installing, servicing, andusing the appliance.

In the context of installing or servicing a product such as an appliancein accord with the invention, it will be appreciated that the productwill most likely be in a location, such as a home, to be operated by aconsumer 600 (now a user), remote from a service center fully capable ofservicing the product. Preferably, the product or appliance 400 willhave at least one serviceable component coupled to and controlled by acontroller 500 having a multimedia user interface 404 to implement acycle of operation, and, if more than one component, with an internalappliance network 506 coupling the components to the controller. Theproduct will also be connected to a smart device 30, 200 as disclosedabove, where the smart device has video conferencing functionality orthe product has such functionality controllable by the smart device.Preferably, the smart device will be coupled to the product components14 or to the internal appliance network 506, and it will have softwarecapable of assuming control of the user interface 404 and/or the productcomponents 14. The multimedia controller 500 can be thought of as thesmart device or it can be thought of as incorporating the smart device.Not all of the multimedia functionality of the multimedia controller isnecessary for performing the smart device functionality.

The installation or servicing process commences by establishing a videoconference link between the user 600 and a service representative.Controller 500 is coupled to the remote service assistance center 608over network 604 via the network adapter 512. The smart device or theproduct itself may be provided with a user interface component that uponactuation will establish a video connection to a service representative.As described above, the smart device may be incorporated with themultimedia controller 500 which is provided with a user interface 404that enables a user 600 to initiate contact with the servicerepresentative, as for example, by selecting a user interface componentthat will initiate a video conferencing link. User interface componentsinclude both physical components like push buttons, membrane switches,selector switches and the like and virtual components like a touchscreen button on a graphical user interface or like a voice commandwhich could be received by microphone 411, digitized by the sound inputdriver 530, and processed by processing system 502. Alternatively, it iscontemplated that in a system where remote monitoring of the product ismaintained, contact can be initiated by the service representative whenthe monitoring system is first brought on-line or it identifies apotential problem with the product. If the user 600 is not immediatelyavailable or not responsive, the service representative can leave amessage at the product, or by another means, requesting a user response.

It will be understood that establishing a video conferencing link willlikely include data, video and/or audio links among the product, theuser 600, and the service representative. The service representativewill be able to view data from the product and communicate data to theproduct simultaneously with maintaining a video and audio connectionwith the user. Information in the form of data, video and or audio cantravel multi-directionally between the product, the user, and theservice representative. The information can be exchanged in real-time orstored and sent at the request of the user or the servicerepresentative.

The service representative can use the video conferencing link and thedata connection to put the appliance into a service mode and rundiagnostics software, at user request and/or allowance. Since themultimedia controller 500 is provided with both a non-volatile memory508 and dynamic memory 510, the diagnostic software can be stored in thenon-volatile memory 508 and uploaded into the dynamic memory 510 uponexecution of the diagnostic software. The diagnostic software can thenbe updated in real time by new diagnostic software or information in thedynamic memory 510 as part of a real-time diagnostic. This software ispreferably able to read the model and serial number of the product 400,read any fault codes that are in memory, identify componentry andfunctionalities, obtain a recall history of the model number and priorhistory of the particular product serial number, confirm the product'sfirmware, firmware and software upgrades, product status, etc. Oneadvantage of collecting this data automatically via a data link is thatit minimizes the likelihood of manual error and enables more conveniencefor the user who does not have to gather such information, some of whichis difficult to locate.

It is contemplated that when the appliance is first installed, theservice representative can guide the user through the installation andset-up of the appliance. This can include verbal instructions throughspeakers 407 or in combination with images or text displayed on the LCDtouch screen display 405. The user can communicate with the servicerepresentative through microphone 411 or by using the LCD touch screen405. Installation tutorial programs can be preprogrammed into theappliance prior to delivery and stored in either the non-volatile memory508 or the dynamic memory 510. The service representative can upload theprograms to the dynamic memory 510 from the non-volatile memory 508 atthe time of installation or upload programs over the network 604. Theinstallation instructions and tutorial programs can be interactive,prompting the user to press an icon on the LCD touch screen display 405when they are ready to go to the next step in the installation process,for example.

Once the installation process is complete, the service representative608 can remotely, over network 604, run the product through some basicdiagnostic tests, such as running one or more cycles, checking eachcontrol board through a series of verification tests like activatingeach actuator and checking for the expected responses, sensor checks,usage history, and availability of resources such as gas, water, andelectricity. Expected responses from activating actuators includeexpected power consumption, expected sensor readings, expected userinterface responses like prompts, screen changes, messages, imagechanges, changes to console lighting, vibrations, noise, expectednetwork messages, and mechanical movement. The ability to conductdiagnostic tests of the various components of the product is provided bythe multimedia controller 500 which is coupled to the internal appliancenetwork 506, and is therefore in communication with any other componentson the internal appliance network. These diagnostic tests can be used todetermine if the product has been installed properly and can also beused during a service call. The service representative can communicatethe results of an individual test or a series of tests to the userthrough the LCD touch screen display 405 or the speakers 407. Forexample, when installing a clothes washing machine, it may be necessaryto make sure the machine is level before using it. The servicerepresentative can monitor the data received from a level sensor builtinto the appliance to determine if the machine has been properlyinstalled and leveled before use. Alternatively, the data can beanalyzed by a program, pre-loaded into the appliance or uploaded by theservice representative, who compares the data received from theappliance to pre-determined values or ranges of values and thencommunicates to the user whether or not the values received from theappliance are within the range of acceptable values for operation.Communication means can include an audio message delivered throughspeakers 407 stating that the test was completed successfully or imagesor text on the LCD touch screen display 405 to that effect. The servicerepresentative can also run the diagnostic tests during a service call.The service representative receives data from the appliance during thediagnostic tests that allows the service representative to determine ifa component is functioning appropriately or if it needs to be repairedor replaced. Other diagnostics can include user input and monitoring howthe user is interacting with the product 400.

In cases where safety is a concern or the user requires assistance inusing the appliance, the service representative could instruct the userto initiate certain steps, confirm that these steps are being executedas expected in real time, and then observe the results. For example, theuser can be asked to clear a drum in a dryer or a cabinet in a microwaveand then close the door, or the user can ensure that there is water in areservoir before starting a heating element. Typically, safety measureswill avoid an unattended product start. An alternative is if the systemis equipped with software architecture as described in the incorporatedand referenced document WO2006135726 where the product can be placedinto an alternate mode of operation so that the service representativecan perform a cycle of operation in the product as if it were beingoperated physically in real time. For example, the components in a dryercan be caused to behave as if the drum were rotating, when in reality itis not. In this way, by running diagnostics that isolate a component ora group of components, when a service visit is required this softwarecan identify which component or components are faulty and instruct theservice person so that only one trip is required to fully service theappliance 400. The service person can bring the data to the location(download of the diagnostics received from the service representative)and otherwise have access to the same data and history, and run the sametest to confirm the solution on site. In a situation where it is notclear whether the appliance is malfunctioning or if the user is notusing the appliance as intended, the service representative can ask theuser to repeat the steps to reproduce the problem and monitor the user'sactions in real time. One way to monitor user's actions is through theuse of camera 409. Another way to monitor user actions is though voiceacknowledgments captured by microphone 411. Yet another way to monitoruser actions is through logging network messages that hold informationabout key presses or user interface events. Yet another way is to usethe data acquisition engine in the incorporated WO2006135726, which canbe configured to monitor a plurality of memory locations within thecontroller of the appliance and create network messages in response tochanged values in the memory locations in response to the changed valuesand in response to the configuration. In this way, the servicerepresentative can monitor the use of the product and take thatinformation into consideration when diagnosing a problem. The servicerepresentative can also lock the controls of the appliance if he or shebelieves the appliance is not being used as intended. Moreover, since asignificant number of service visits are attributable to the consumer'sknowledge of how to appropriately use the product, the remote serviceassistant can provide customer assistance both verbally and visuallythereby eliminating many visits from a service representative.

It is also imagined that this software could modify appliance parametersremotely or upload new versions of the appliance software. The servicerepresentative can monitor parameters remotely and adjust them ifnecessary to keep the appliance operating as it was intended to. Forexample, the service representative can monitor the drying time of aclothes dryer and remotely adjust the temperature of the heating elementto minimize drying time. The service representative can also uploadsoftware to the appliance to update the appliance software to the mostrecent version or upload software fixes for the current version. Thesoftware can be uploaded to either the non-volatile memory 508 or thedynamic memory 510.

In addition to assisting the user during installation and servicing, thediagnostic software can assist the user in the daily use and maintenanceof the appliance. The appliance can display to the user operationalparameters that the user can adjust, either directly or indirectly, onthe LCD touch screen display 405. Additionally, the software can suggestsettings or cycles to the user based on conditions that are measurableby components within the appliance. Data from a component within theappliance is sent to the microprocessor controller 502 over the internalappliance network 506. This data can then be displayed to the userthrough a settings program via the LCD touch screen display 405 and theuser can make adjustments accordingly. Additionally, the data can becommunicated to the user through the human machine interface 516 via theappliance I/O drivers 514 and adjusted as desired through the humanmachine interface 516. For example, the user can monitor the temperatureof a freezer unit and adjust the temperature based on the items in thefreezer. Another example would be that a clothes washer could alert theuser that the washer is overloaded. The alert can be audible throughspeakers 407 or visible on the LCD touch screen display 405.

The appliance can also alert the user when maintenance is required orsuggested. The alert can be initiated by the service representative orthe appliance software. For example, the appliance can remind the userto defrost the freezer on a pre-determined schedule. The appliance canalso run a maintenance test, similar to the diagnostic tests previouslydescribed, initiated on a predetermined schedule or by the user orservice representative. The maintenance test can determine if componentsare functioning properly and suggest appropriate steps to the user ifthey are not. For example, the maintenance test could determine that thedryer vent is clogged and suggest that the user remove any debris thatis present. The maintenance test can also notify the servicerepresentative if a faulty or broken component is identified or theservice representative can assess the results of the maintenance testfor himself or herself. For example, if the results of the maintenancetest suggest that the air circulation unit in a refrigerator is notoperating as expected, the data can be sent to the servicerepresentative for review. The service representative can review thedata and remotely initiate additional diagnostic tests or alert the userthat there may be a problem. The service representative can contact theuser through the video conferencing link in the appliance or throughother means, such as by telephone.

It should be noted that the video conferencing need not include bothvideo and audio. While it is more desirable to have both video andaudio, the video conferencing can be just audio, much like a telephonecall. Additional video conferencing means include connecting an externallaptop computer device to the smart device of the product throughcommunication host 509. Communication host 509 can be a USB or Firewirehost, for example. Communication with the service representative canthen take place through the computer by audio, visual or text means.Appropriate software can be uploaded from the smart device to thecomputer for running diagnostic or maintenance tests and viewing data.The laptop computer can essentially function as the user interface formultimedia controller 500 if one is not integrated with the appliance.It is also contemplated that during a service visit, the servicepersonnel can interact with the appliance by connecting a computer andcommunicating with the appliance in much the same way the servicerepresentative can remotely.

FIG. 19 illustrates another implementation of the appliance 400. In thisexample, two appliances 400 are coupled to each other over communicationnetworks 610 and 612, which are coupled via the Internet 614. In thisconfiguration, the video conferencing functionality of the appliances400 can enable videoconferencing between the consumers of the respectiveappliances 400. This use can be done at the sales room or once theconsumer has the appliance in their home. Thus, it will be possible forconsumers to use the appliances for a video conference, which can bedone independently of or in conjunction with the use of the appliance.

While only two appliances 400 are shown in FIG. 19, several appliancescan be joined in a video conference. It is also not necessary for theappliances 400 to connect over the Internet. The appliance 400 can beconnected via the same network 610 or similarly connected networks.

While the video conferencing functionality is described in the contextof the appliance 400 with the multimedia user interface 500 with theintegrated smart device, it should be noted that the video conferencingfunctionally can be implemented using a non-integrated smart device aslong as the non-integrated smart device contains the hardware andsoftware for implementing a video conference. One example of such asuitable smart device is a cell phone as previously described and whichincorporates a video camera.

FIG. 20 is a schematic illustration of the internal communicationsnetwork 12 of FIG. 1 showing typical appliance control components 14exchanging messages via the internal communications network 12 of thehousehold appliance 10 comprised of a lower layer protocol, WIDE beingan example thereof, which accounts for OSI layers of PHY, UNK, andpartial Network layer functionality and a higher layer protocolsupported by the software architecture (which accounts for OSI layers ofApplication, Transport, and partial Network layer functionality)according to the invention. The lower layer protocol functions as both aphysical and link layer between the higher layer associated with thesoftware architecture and the components 14 in the appliance. In thisway, the software architecture uses the lower layer protocol tocommunicate with a first software operating layer 17 that implements thecontrol logic of the controller 16 relative to client 22, as well asusing a second software layer 19 to bypass the control logic anddirectly control the devices associated with the control 16. The devicesin FIG. 20 are the physical elements that represent the functionality ofthe control component 16. FIG. 20 illustrates the control architecturefrom a software/protocol stack perspective.

In addition, FIG. 20 provides a schematic illustration of two modes ofoperation enabled by the software architecture which control the accessto and the level of intervention between the network messages exposed bythe software architecture and the internal RAM and EE and other forms ofnon-volatile memory of 16A as well as the Output Device Layer, which isa low level software operating layer 16B residing within 16A andproviding direct control of the devices electrically connected to thecomponent. The Output Device Layer 16B having direct control of thedevices do so by having direct access to the micro-processor which, inturn, are connected through various electronic apparatus to theelectro-mechanical devices.

Software Operating Layer 1 of FIG. 20 represents appliance specificsoftware components 16B which interface the network messages received bysoftware architecture to the Application Control Logic resulting in theApplication Control Logic to take some action. When the appliance is ina Development State (switch labeled A in FIG. 20), an additionalSoftware Operating Layer 2 (comprised of API 5 (low level API) and API 7(the memory/Port API) and their implementations and Alternate Logic)enable the network messages of API 5 and API 7 to change the state ofthe physical memory of 16A and the devices. In this way, the devices andmemory can be controlled independently of the application software,which typically controls the devices and memory in accordance with anoperational cycle of Software Operating Layer 1. This direct controlpermits the each function of the devices to be independently controlled,which is very beneficial in development or diagnostic process.

Software Operating Layer 2 is enabled to effect state change by aspecial network message exposed by software architecture and alsoadditional logic which is customized for the various states of theappliance. During development state, it is preferred that when the userinteracts with the appliance via the user interface of FIG. 20, SoftwareOperating Layer 1 will not receive the associated user interface inputs.Instead, Software Operating Layer 2 will receive the inputs from theuser interface. Subsequently, Software Operating Layer 1 may interactwith the Alternate Logic of FIG. 20. The Alternate Logic may in turnmake function calls onto the Control Logic of Software Operating Layer1, change values in memory, or change the state of the attachedplurality of devices. However, during development state SoftwareOperating Layer 1 is not able to effect the state of the user interface(LEDs, lamps, buzzers, text and graphic displays, etc.). DevelopmentState renders the Control Logic of Software Operating Layer 1ineffective unless invoked from Software Operating Layer 2. DuringDevelopment State, the implementation logic of API 5 and 7 and theAlternate Logic are in complete control of the Appliance 12 and itsassociated componentry.

Development State reverts back to the Idle State when a special networkmessage is received. In addition, it is contemplated, that at least onepre-determined key press of a sequence of key presses may also result ina transition from Development to Idle state.

Software Operating Layer 1 operates independently of the enablement ofOperating Layer 2. The purpose of the development state is to allow andenable operational cycles that were not previously contemplated. Theadvantage to this approach is that implementations and configurations ofthe appliance do not require new software modifications to any component14 of the appliance because the appliance has the capability through thesoftware architecture 10 to support any implementation or configurationcontemplated.

While the invention has been specifically described in connection withcertain specific embodiments thereof, it is to be understood that thisis by way of illustration and not of limitation. Reasonable variationand modification are possible within the scope of the forgoingdisclosure and drawings without departing from the spirit of theinvention which is defined in the appended claims.

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 35. A network of at least two connected appliances,wherein each one of the appliances is configured to perform a usefulcycle of operation on a physical article and wherein each appliance has:at least one component whose actuation is used to participate in theuseful cycle of operation; a controller to control operation of the atleast one component in the cycle of operation; a multimedia userinterface; a communication portal for communication over the network,wherein an audio link can be established between users, and a data linkcan be established between the appliances; and a software componentconfigured to establish communication over the network, includingcommunicating audio between the users to interact remotely by audiousing one of the multimedia user interface and the communication portal,and to establish the data link with the at time at least one of controlmodes of operation of the appliance, actively control the at least onecomponent, run diagnostic tests on the at least one component, view datafrom the at least one component, and/or communicate with the at leastone component via messages.
 36. The network of claim 35 wherein theaudio comprises voice over internet protocol.
 37. The network of claim35 wherein at least one multimedia user interface is configured toreceive inputs from a user to effect the cycle of operation and furtherconfigured to facilitate graphical interaction between a user and/or aservice representative during one of an installation of at least one ofthe appliances and/or a service process for the at least one component.38. (canceled)
 39. The network of claim 37, further configured to atleast one of accept, store, and/or use new service and/or installationinformation for an appliance provided by a user and/or a servicerepresentative.
 40. The network of claim 37, further comprising acommunication portal.